Years barks up the right tree for their subscription platform: eesel AI for Gorgias and Shopify

• Years prides itself on knowing everything about their customers and their dogs.
• Their communications have to be as personal and dedicated as their service, which is why scaling their support seemed like an impossible task. 
• They added eesel AI to their Gorgias, and connected it with Shopify actions, to enable their team to have drafted answers ready to go the second the ticket arrives.

Simple workflows don’t cut it when you want to let your customers know you care, while still being able to handle everything in timely manner. The capacity wasn’t there for their agents to continue to manually handle everything. 

Years.com isn’t your average pet food company. They make fresh, custom dog food designed by veterinary nutritionists, and over 2 million dog owners a year trust them to feed their pups. Being a direct-to-consumer brand means they deal with a ton of customer questions and orders, so top-notch support isn’t just a nice-to-have; it’s essential.

Too many mouths to feed

Having custom dog food provided by people who care as much as Years do is a great way to gain interest and popularity among the animal lovers of the world. Remembering your dog’s name and tailoring follow ups and responses based on the info they know about your furry friend, delicately handling when that beloved companion passes, and making sure they have all the answers about their nutrition, is at the core of Years’ values. 

But as Years got more popular, their support team started hitting some walls.

• Too many tabs, not enough time: To answer one simple customer question, an agent had to jump from their Gorgias helpdesk to Shopify for order details, then maybe check an internal PDF or the company website. It was slow, clunky, and way too easy to make a mistake.
• The same questions, over and over: The team was getting buried under a mountain of repeat questions. “Where’s my order?” “What are the ingredients?” “How do I change my subscription?” Answering these by hand was eating up most of their day.
• Customers were left waiting: All that manual searching meant customers had to wait longer for answers. And because info was scattered everywhere, there was a chance two agents could give two different answers, which is never a good look.

A personalized AI sidekick for every support agent

Years.com used eesel AI to build a smarter, more connected support system.

• Putting everything in one place: First, they connected eesel to all their important stuff: Gorgias, Shopify, Slack, their website, and even their internal PDFs. Suddenly, they had one place to find any piece of information.
• An assistant that lives inside Gorgias: The team built an internal AI co-pilot that worked right alongside them in Gorgias. No more switching tabs. They set up a few simple AI Actions to pull info instantly:
  • Shopify Fetch Customer Details: Get a customer’s profile in one click.
  • Shopify Fetch Order Details: Pull up a specific order right now.
  • Shopify Fetch Order History: See everything a customer has ever bought.
• Sorting tickets automatically: Using  Gorgias Tag Ticket action, new support tickets were automatically tagged and sorted. This meant tickets got to the right person or priority queue without anyone having to lift a finger.
• A chatbot that actually helps: They also launched a chatbot on their website to handle the easy stuff. It was trained on their site content and PDFs, so it could instantly answer questions about returns, refunds, or whether a certain food was right for a picky poodle.

All of these actions are great, and reduce manual tasks while giving your agents a much-needed boost to productivity. 

But the real reason Years likes eesel is because they know they can pull their customer’s info about their furry companion right from their ticket data, and use that as part of the response. The customer feels that personal touch, the agents get to focus on making sure everything is running smoothly, and everyone wins. 

No more meowntains of tickets to stress about

At the end of the day, eesel wasn’t just another chatbot for Years.com. It was the glue that connected their helpdesk (Gorgias) to their store (Shopify) and all their internal knowledge. It gave their support agents the breathing room they desperately needed. Being able to create custom AI Actions was the key, turning a frustrating, disjointed process into something that just worked. Being able to maintain that personal touch with key information about their customers is the cherry on top.